Branch Service Manager Agency Channel Health Insurance
Branch Service Manager Agency Channel Health Insurance
Posted on :
26-09-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
26-09-2024
Job Description
Overview:
The Branch Service Manager for the Agency Channel in a Health Insurance company is responsible for ensuring seamless branch operations managing customer service and supporting the sales team. This role focuses on delivering exceptional service to agency partners policyholders and internal stakeholders while ensuring compliance with company policies and regulatory requirements.
Key Responsibilities:
- Branch Operations Management:
- Oversee the daytoday operations of the branch ensuring smooth functioning and efficient service delivery.
- Ensure timely processing of policy issuance renewals claims endorsements and other policyrelated activities.
- Coordinate with various internal teams (underwriting claims IT etc.) to resolve operational issues.
- Ensure the branch adheres to the company s standard operating procedures (SOPs) and regulatory guidelines.
- Agency Partner Support:
- Act as a single point of contact for agency partners to address their servicerelated needs.
- Provide support to agency partners regarding policy queries claim processing and other servicerelated matters.
- Ensure timely and accurate resolution of escalations from agency partners.
- Assist in onboarding new agency partners providing them with necessary training and resources.
- Customer Service Management:
- Ensure high levels of customer satisfaction by delivering prompt and effective service to policyholders.
- Address customer grievances and escalations related to policies claims and premium payments.
- Conduct regular customer feedback surveys and implement service improvement plans based on feedback.
- Sales Support:
- Collaborate with the sales team to support lead generation and policy conversion by providing accurate and timely service.
- Provide operational and servicerelated insights to the sales team to enhance business performance.
- Assist in preparing MIS reports related to branch performance customer service and policy issuance.
- Compliance & Audit:
- Ensure that the branch complies with IRDAI (Insurance Regulatory and Development Authority of India) regulations and internal audit requirements.
- Maintain and update records as per regulatory and company requirements.
- Prepare for and facilitate internal and external audits ensuring that the branch is auditready at all times.
- Team Management:
- Manage and mentor the branch service team to ensure efficient service delivery.
- Conduct regular training sessions for the team on customer service operational processes and compliance.
- Evaluate the performance of the service team set goals and ensure continuous improvement.
Qualifications:
- Education: Bachelor s degree (preferably in Business Insurance or related field).
- Experience: 911 years of experience in operations customer service or sales support in the health insurance or general insurance industry with at least 56 years in a managerial role.
- Industry Knowledge: Strong understanding of the health insurance sector regulatory requirements and agency distribution models.
- Skills:
- Excellent communication and interpersonal skills.
- Strong problemsolving abilities and attention to detail.
- Ability to manage multiple stakeholders and work under pressure.
- Proficiency in MS Office (Word Excel PowerPoint) and experience with insurance software.
Key Performance Indicators (KPIs):
- Operational Efficiency: Timeliness and accuracy of policy issuance claims and endorsements.
- Customer Satisfaction: Feedback scores and resolution time for customer and agency partner queries.
- Compliance: Adherence to regulatory and internal audit requirements.
- Branch Performance: Contribution to branch business targets through service support.
- Team Development: Performance and retention of the service team.
Compensation: Competitive salary with performancebased incentives.
This role is crucial for maintaining high service standards and ensuring the overall success of the branch in the agency channel. The Branch Service Manager will act as a bridge between sales operations and customer service ensuring that agency partners and customers are provided with exceptional service at all times
operations management,compliance,customer satisfaction,customer service,compliance & audit,health,health insurance,team management,problem-solving,ms office,insurance,insurance software,sales,customer,communication,interpersonal skills,management,operations,sales support
Employment Type
Full Time
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